How do we translate data into action? The Sabio team explore ways to generate actionable insight and embed new behaviours in our operations.

A Leap Of Faith is an act of believing in or attempting something whose existence or outcome cannot be proven or known.

So much of the work we do with our clients around culture change requires a leap of faith. Without taking action, 'giving it a go', doing something differently or experimenting with a 'new way', NOTHING changes. Let me repeat this NOTHING changes. Yet the majority of human beings need some kind of 'proof' that it will all work out BEFORE they are prepared to take 'that action'.

Revolutionising Customer Service Capacity Planning with Advanced Technologies

By Paul Milloy, Business Consultant at Intradiem

Series A Round from PeakSpan Capital Will Fund Investments in Quality Assurance & Agent Improvement Platform Capabilities to Serve Contact Centers of All Sizes

What happens when analysis says we are going to fail to achieve our goals no matter what we do? Ian Robertson shares insight from the Predictive Analysis Network about the costs of unrealistic targets.

The ‘best people’ is a bad idea that refuses to die. Whilst the logic of a ‘best people’ strategy is seductive, the outcome is poor. So instead create the ‘best systems’ and build culture, explains James Lawther.
 

With economic conditions tight and a possible recession looming, every customer purchase decision matters to businesses. Whatever sector you’re in, there are many facets to enticing customers to buy – quality, value for money, convenience – but one of the key ingredients is customer service.  From Jo Causon, CEO at The Institute of Customer Services.

See what contact centre agents are looking for in employers. Filling vacancies used to be easy. Full time? No problem. Temporary staff? Easy. All within 10 miles of the contact centre? Sure. But fast forward to today, and this is no longer the case.

We need new workforce strategies to drive a change in culture, deliver more flexible ways of working and offer more opportunity for people to learn and progress. Phil Anderson describes how to approach the 8 Key Considerations and use Playbooks to design a new joined-up approach that attracts, motivates and releases the potential of our people.

Join Corporate Modelling Services on our Webinar, as Alex Allen and Paul Barrow delve into the challenges faced by back-office and operational teams across multiple service industries in 2023.

Flexibility is one of the main reasons for contact centre productivity, but sometimes too much choice is a bad thing. Graeme Gabriel and David Kay explore how we can manage choice in scheduling so that it works for our people. This is adaptive choice.

The best of both worlds. A terrific blend of the benefits of being in the office and working from home. The future of work.  

That’s what hybrid work was supposed to be. What it has actually turned out to be is a juggling act of multiple workplaces and no particular place to hang your hat. Working hybrid means constantly dealing with poor in-person office work conditions, frustrating commutes and a tax on workers’ mental health, among other concerns.  

Investment is huge but benefits only flow when our operating models and processes are re-designed to be data driven, and the human connection is concentrated where it’s most valued. As Chris Rainsforth reveals, digital transformation requires operational excellence. So how do we step up as professionals in planning, insight, knowledge sharing and quality control?

Uncover opportunities to raise customers’ experience of your brand and focus on what matters most. Ed Creasey charts the major new insights from Calabrio’s latest research.

Originally broadcast Monday 9th October, 09:30

In this opening keynote, The Forum team members will discuss the importance of community. They will provide practical advice to help you expand your connections within and beyond your organisation.

Originally broadcast Monday 9th October, 12:30

Generative AI and the Contact Centre Experience
Join Mark Odlin from Davies as he delves into the transformative power of generative AI in the modern contact centre.

Originally broadcast Monday 9th October, 13:30

A showcase of The Forum Learning Management System (LMS) which has been successfully rolled out to many of our members. Learn how different members have approached learning.

Originally broadcast Wednesday 11th October, 12:30

Graeme and Colin will talk about the differences in requirements for delayed response contacts and how NICE WFM is supporting them.

Originally broadcast Wednesday 11th October, 13:30

Generative AI - Your trusted co-pilot for transformative customer and employee experiences.

Originally broadcast Wednesday 11th October, 14:30

In this keynote we will be hearing from David Bruce and Alfy Reid from NEA Consulting to explore recent developments in AI, how it's being applied, the risks to consider and what the future might look like.

Originally broadcast Friday 12th October, 12:30

Hear from Forum Hero Busola Akinsola, as she talks about her commitment to learning and continual improving. 

Hammersmith, London. Sensée and Bupa are pleased to announce that their customer service homeworking team was named ‘Outsourced Contact Centre of the Year - Medium’ at the 2023 Northern Contact Centre Awards gala dinner on Friday night.

Emerging technologies use data in new ways and many benefits flow from this. We can tap into new sources of insight. Automation can transform how we plan resources. So what are the opportunities? And how do we release this potential?

How are advisors coping in today’s changing world? Huw Jones looks at how new approaches are evolved, both from advances in technology and with innovation driven by the curiosity of professionals exploring new ways of using systems they already have.

Personalise performance improvement, by creating new ways for people to learn, progress and connect.

Ian Chappell shares five keys factors, that drive real, specific results and help people progress.

Aim for more signal, less noise, and make insights personal and relevant, like a fitness watch. If insight is the capacity to gain an accurate and deep understanding, how do we empower people to use this to make decisions and mistakes, and learn from these?

Minneapolis, MN — January 9— Calabrio, today announced their acquisition of Wysdom, the leading experts in AI (Artificial Intelligence) and virtual agent performance solutions. This acquisition will accelerate Calabrio’s strategy to help customers leverage AI and ML (Machine Learning) to maximise agent engagement, productivity, and ROI (Return on Investment). Wysdom, based out of Toronto, Canada, was founded in 2012 and has been a pioneer in developing software and services to help customers optimise the performance of their virtual agents. 

This means that Paul Smedley has placed full ownership of The Forum in the hands of an Employee Ownership Trust (EOT), in perpetuity, making us fit for the long-term future.
 
The purpose of The Forum is to raise standards in customer operations by enabling members of our professional communities to learn, share and innovate.

Chris Rainsforth at The Forum was talking with Carolina Lemos, formerly Product Marketing Manager at Talkdesk